Licensed suppliers must treat complaints fairly; here is the standard UK escalation route.
Content is for general information only — confirm deadlines with regulators and ombudsmen.
Key protections that often apply in this sector. Always check the latest official guidance.
OVO Energy holds a gas and electricity supply licence and must comply with Ofgem's Standards of Conduct. This means fair treatment, clear communication, and a proper complaints process. Their complaints code must be accessible on their website.
Gas Act 1986; Electricity Act 1989; Ofgem Standards of Conduct
If OVO has failed to bill you correctly and now wants to recover historical usage, Ofgem's rules generally prevent domestic back-billing beyond 12 months where the supplier was at fault. This protects you from large surprise bills covering years of unbilled energy.
Ofgem back-billing rules
OVO must meet minimum service levels. Automatic compensation may be payable for missed appointments, extended supply interruptions, and certain connection delays. Check Ofgem for current amounts.
Guaranteed Standards of Performance
Energy supply is a service under the CRA 2015. OVO must provide their service with reasonable care and skill and match any descriptions given to you about tariffs, rates, or services.
Consumer Rights Act 2015
Typical stages for UK consumer complaints in this sector.
Contact OVO through their complaints channels. Make clear this is a formal complaint and get a reference number. Note the date — this starts the 8-week clock. Follow up any phone calls with a written summary by email.
If not resolved quickly, write to OVO with a clear summary, evidence (bills, meter photos, emails), and the specific outcome you want. Set a reasonable deadline for their response.
Ask OVO for a deadlock letter if they will not budge. Otherwise, once 8 weeks pass from your original formal complaint, you are eligible to escalate to the Energy Ombudsman.
Submit your case to the Energy Ombudsman for free. Provide your timeline, evidence, and desired outcome. Their decision is binding on OVO if you accept it.
Unexpected or unexplained increases in monthly payments, difficulty getting payments reviewed, and credit balances not being refunded when requested.
Billing errors, lost account history, and communication failures during and after the migration from SSE to OVO systems.
Meters losing communication after supplier switch, inaccurate readings, and in-home display problems.
Delays when trying to leave OVO, final bill disputes, and objections placed on switching requests.
Long wait times, advisers unable to resolve issues, and complaints being closed prematurely.
Incorrect estimates, bills not matching meter readings, and unexplained credit or debit adjustments on accounts.
Citing Gas Act 1986, Electricity Act 1989 with your specific case details — editable before you send anything.
Suggestions are for guidance only. Always verify with official sources.
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